Filtering for follow-up tickets

Sometimes customers rewrite us when the ticket was closed and it creates a follow-up ticket. In some cases, it's about a different issue and custom fields are changed but in other cases, it's about the same issue, so I would like to exclude those follow-up tickets in my metrics.

The reply above is a bit misleading... Reopens seems to refer to Solved tickets whose update reopens them, i.e. their status changes to Open (source article; "Reopened Tickets: The percentage of reopened tickets that were previously marked as Solved.")